Time Tracking app error message

Question

The Time Tracking app stopped working suddenly and I am getting the following error message:

"Did you follow the installation instructions for this app and configure both required ticket fields to appear on every ticket from?

If not please see these instructions and go to your ticket forms management page to finalize the setup."

How can I resolve this?

Answer

Upon app installation, two custom ticket fields are created in your Support account; they must be added to all ticket forms in order for the app to function. This error message appears if you create a new ticket form and do not include the custom ticket fields on the new form.

Note: The Time Tracking app is available for customers on the Professional plan or higher, but this error message will only show up for Enterprise customers (or Professional customers with the Productivity Pack add-on) who utilize multiple ticket forms.

To resolve this issue, please go to the Admin () icon > Manage > Ticket Forms, and ensure the following custom ticket fields are present on all forms:

2 Comments

Looks like I have to add this to deactivated forms too? I have multiple teams building forms for new products and services, so if I want to limit the use of this app to certain teams, I still have to have all teams add these fields to their form? Feels weird to ask a team to remember to add two fields they are not going to use to any new form they build otherwise they break this for the rest of us.

You should only need to add these to active forms. A colleague and I both performed tests just to be sure and the time tracking app successfully worked in 2 test accounts when the fields weren't present on an inactive form.

I'm going to pull you into a ticket to investigate further. You should hear from me via email soon!